Freshdesk Reviews

Name: Freshdesk
Brand: Freshworks
Rating: 4.1 (36 reviews)

4.1 out of 5

36 reviews
94% willing to recommend

What is Freshdesk?

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

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Freshdesk is the #3 ranked solution in top Field Service Management solutions, #4 ranked solution in top Customer Experience Management solutions, #5 ranked solution in top Knowledge Management Software, and #6 ranked solution in top Help Desk Software. PeerSpot users give Freshdesk an average rating of 8.2 out of 10. Freshdesk is most commonly compared to ServiceNow: Freshdesk vs ServiceNow. Freshdesk is popular among the large enterprise segment, accounting for 53% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 23% of all views.

Helped 865,384 peers since 2012

Featured Freshdesk reviews

Bharanidharan K

NOC SOC ANALYST at SAVIC Inc.

There is no room for improvement in Freshdesk. We can set a time period for particular employees as something that could be better. For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.

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Parth Sudra

Solutions Architect at Locuz

The features I appreciate best about Freshdesk are the ticketing tool and its various functionalities. Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles. It depends upon what tool or feature you want to use, as you would get everything from the knowledge base itself. There is an e-learning platform for the Freshdesk services, and it will explain in detail and depth which module you want to implement, how you can implement it, and how it will be beneficial for your use case. Freshdesk, Freshservice, and Freshdesk CRM have their different specialties and different features, and they serve completely independent purposes.

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SujayRao

Senior Manager, Customer Value & Innovation at CoinDCX

Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-party integration options, these features should be inherently available in the tool without additional expenses. Integration with social media and review platforms should be built-in.

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Freshdesk mindshare

Product category:

As of August 2025, the mindshare of Freshdesk in the Customer Experience Management category stands at 5.0%, up from 4.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Customer Experience Management

PeerResearch reports based on Freshdesk reviews

Type	Title	Date
Category	Customer Experience Management	Aug 20, 2025	Download
Product	Reviews, tips, and advice from real users	Aug 20, 2025	Download
Comparison	Freshdesk vs Salesforce	Aug 20, 2025	Download
Comparison	Freshdesk vs Qualtrics XM Platform	Aug 20, 2025	Download
Comparison	Freshdesk vs ServiceNow Customer Service Management	Aug 20, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	N/A	91%	223 interviews Add to research
JIRA Service Management	4.1	N/A	93%	87 interviews Add to research

Valuable Features

Freshdesk offers valuable features like customizable ticket automation, user-friendly interface, cloud accessibility, and robust reporting. It efficiently handles email and social media ticketing, supports powerful APIs, and allows easy integration with applications such as Jira and Slack. Automation features streamline workflows while its collaboration tools enhance team coordination. The knowledge base simplifies training, and its auto-assignment with resolution detail requirements contributes to efficient management and improved customer support performance.

"The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website."
"Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles."
"Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow."

Room for Improvement

Freshdesk users desire enhancements in design aesthetics, simpler integrations, and improved language localization. They face issues with technical support, ticket assignments, and reporting templates. Users prefer streamlined email handling, enhanced automation, and more integrated AI features. Concerns include social media integration costs and restricted features for smaller teams. They seek better collaboration tools and compatibility with other platforms like Azure DevOps. Branding recognition and cloud platform availability are also areas for improvement.

"The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention."
"With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature."
"With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature."

ROI

Many users experienced a positive return from Freshdesk. They noted time savings and improved customer service efficiency. Freshdesk aids in managing requests and documentation, supporting clear communication and integration with Salesforce for reporting and metrics. Despite requiring some maintenance, Freshdesk is seen as cost-effective, offering a strong return compared to its cost per user. Its ability to streamline operations significantly benefits organizations, making it a valued resource for customer interaction management.

Pricing

Enterprise buyers find Freshdesk's pricing competitive and affordable compared to alternatives like Zendesk and ServiceNow. The annual subscription model includes standard licensing fees, with costs around 79 Euros per agent monthly when billed annually. Some users noted additional fees for features like Microsoft Outlook integration. Discounts or negotiation with sales might be possible. While some express concerns about scalability costs, others praise the pricing value, especially when utilizing bundles and customizable plans.

"The pricing is pretty manageable and acceptable."
"It is costly."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing.You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

Popular Use Cases

Freshdesk is utilized extensively for issue ticketing, IT and desktop support, customer service, and communication management. It facilitates tracking of requests, troubleshooting, and assigning tasks for resolution. Freshdesk supports ticket management, automates responses, and manages internal and external communications. It is favored for email, chat support, and maintaining confidential HR-related queries. Users appreciate its functionality for customer interaction, support emails, and managing escalations, making it an effective choice for organizations.

Service and Support

Freshdesk customer service and support are generally responsive and helpful. They are known for fast assistance and knowledgeable insights. Integration can be tricky, but support teams effectively manage and resolve issues. Some users find communication layers and paperwork inconvenient, while others appreciate the expertise and dedication of tech advisors. Although there is room for improvement, many rate Freshdesk support positively, mentioning quick problem resolution and efficient communication as key strengths.

Deployment

Users found Freshdesk's initial setup mostly straightforward and simple. Some faced challenges with importing articles and customizations. Freshdesk's support team was praised for assistance. Setup duration varied, with some completing in days, while others took weeks for advanced configurations. Complex workflows and specific department needs required collaboration. Cloud-based deployment was easy, with minimal maintenance needed. Most users rated ease highly, appreciating the tool's flexibility and straightforward implementation process.

Scalability

Freshdesk enables seamless scalability with ease of expansion, accommodating varying user bases from small to large organizations. Users highlight its SaaS nature for effortless integration and growth. Rated highly for scalability, it supports different departmental needs and diverse features like chatbots and integrations. Challenges arise with integration costs and specific use cases. Organizations utilize Freshdesk for IT and customer support across multiple departments, adapting it for various team sizes and needs.

Stability

Freshdesk is noted for strong stability, with minimal downtime and reliable performance. Many commend its seamless operation, lacking bugs or crashes, and effective technical support enhances user experience. Occasionally, connectivity issues arise depending on individual internet connections. Users appreciate prompt problem resolution and consider Freshdesk reliable for their operations. Some note brief outages or minor technical challenges like chatbots needing improvement, but impressions remain positive with high ratings.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Freshdesk Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

23%

Manufacturing Company

Educational Organization

Financial Services Firm

Government

University

Real Estate/Law Firm

Construction Company

Retailer

Legal Firm

Insurance Company

Performing Arts

Healthcare Company

Media Company

Comms Service Provider

Transportation Company

Recreational Facilities/Services Company

Non Profit

Energy/Utilities Company

Hospitality Company

Non Tech Company

Paper And Forest Products

Pharma/Biotech Company

Analyst Firm

Logistics Company

Outsourcing Company

Renewables & Environment Company

Compare Freshdesk with alternative products

Learn more about Freshdesk

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”